Opening a Technical call as a Partner

I confirm this as a MAJOR problem.

Cheers - Bob

Hi Bob,

Your customers need to grant the Partner account access before you can access their details and raise cases with the Customer assets. Please see this KB for more information: https://community.sophos.com/kb/en-us/135696

Regards, Secil 

Not acceptable, Secil.  This is Sophos' problem, not my problem to solve nor my customers'.  In addition, the display of the Managed Assets is unusable - the name of the owner of the asset has to be visible.

Still not ready for prime time.

Cheers - Bob

Not acceptable, Secil.  This is Sophos' problem, not my problem to solve nor my customers'.  In addition, the display of the Managed Assets is unusable - the name of the owner of the asset has to be visible.

Still not ready for prime time.

Cheers - Bob

Hi Bob,

Customers are the owners of their assets and Sophos is committed to safeguarding their privacy. Before granting access they are made aware what their action means in terms of sharing their data. 

During the development of the Support Portal we engaged with the Partner Advisory Councils in all regions and were able to incorporate their feedback into the design - thank you for sharing more! 

Regards, Secil 

Well, my customers are all managed in MyUTM and SophServ.  Those relationships should be transferred to this tool.

I've alerted Mike Anderson to this serious shortcoming.

Cheers - Bob

Secil, I got a response from Sophos' global VP of Support that included the following:

• The partner/customer relationship that is established MyUTM is done with implicit permission from the customer as it only requires the partner to know the name/email address of the customer to set it up. It does not require the customer to confirm.  This violates generally-accepted security policies and our own internal security policies.
• The partner/customer relationship in Service Cloud requires explicit permission and confirmation from the customer for Data Protection and GDPR compliance.  No partner/customer relationship data was migrated from SophServ or MyUTM as customers needed to explicitly agree to what would be shared via the Support Portal.

The present situation makes perfect sense when one considers GDPR.

I still think that Sophos should have done a better job of preparing Partners and customers.  Clearly, you were trained before August 17th.

Cheers - Bob